Senior Account Manager

BigWraps -- Job Description

Title: Senior Account Manager

Location: In Person, Hybrid or Remote

POSITION ACCOUNTABILITIES (results expected to achieve)

• Metric performance for BigWraps

KEY RESPONSIBILITIES (tasks to achieve the accountabilities)

• Lead and manage BigWraps Project Managers on a day-to-day basis.

• Building, growing and maintaining strong, long-term partnerships with customers.

• Keep constant oversight of project timelines and customer communications ensuring workflow for projects are inline and on track.

• Serve as the point of escalation to ensure appropriate and immediate resolution of client escalations. This includes fielding phone calls and emails with questions and concerns as they come through.

• Oversee the development and review of estimates and engineering plans to ensure accurate installation methods and appropriate material selection

• Hands-on involvement in custom projects.

• Exercise strong communication skills internally and externally to stay aligned on project details.

• Provide exceptional external customer service when needed which includes demonstrating professional written and verbal communication along with demonstrating executive presence.

• Answer customer inquiries via telephone, email or in-person in a timely and courteous manner. This can and will include early mornings, late evenings and weekend communications as needed.

• Ensure your team is updating applicable tracking resources (i.e. rollout spreadsheets in Smartsheets)timely and as needed.

• Oversee new employee training efforts to get new personnel up to speed on process, procedure, safety and position expectations.

• Develop and maintain resource guides, training material and process guides to ensure compliance, procedural excellence and best practices.

• Initiate process improvements, support strategic initiatives and ensure proper business standards are being upheld by team members.

• Work closely with internal support departments including print and field operations to ensure project readiness.

• Create Sales orders and/or PO’s for customers and vendors as needed

• Perform invoicing duties as required, including preparing, reviewing, and sending invoices.

• Receive PO’s from Vendors as needed/

SUPERVISORY RESPONSIBILITIES::

• Directly supervises team of BigWraps Project Coordinators and Managers

• Responsible for assigning tasks, managing daily schedules, and adjusting labor resources based on workload.

• Responsible for annual performance reviews, performance feedback, addressing disciplinary issues, and participating in hiring decisions.

• Provides training, coaching, and ensures team compliance with company policies and safety standards.

• Could oversee and be responsible for approving employee time cards and time-off as needed.

EXPERIENCE, EDUCATION AND SKILLS:

• 3+ years demonstrated experience in related fields or performing similar responsibilities.

• Ability to efficiently operate current software programs.

• Strong attention to detail with a customer service mindset.

• Demonstrated organizational and time management skills.

• Strong understanding of company workflow, operations, or procedures relevant.

• Strong understanding and knowledge of graphic installation and materials.

• Strong communication skills, professional and collaborative attitude, ability to manage changes or issues that arise on the field.

• Demonstrated success in leadership such as basic management, delegation, conflict resolution, and team motivation skills.

• Experienced at giving and receiving feedback

• Accountable for results and demonstrates sound judgment under pressure.

• Shows a proactive, flexible and solutions-oriented mindset.

• Ability to take instruction and use pre-established guidelines to perform functions of the job.

• Must be able to adapt to the ever-changing and fast paced environment.

• Consistent punctuality.

• Ability to follow, enforce and hold team accountable for company policies and protocols

OTHER QUALIFICATIONS (all required to qualify):

• Commitment to upholding our Company’s Core Values:

• Keep Your Word

• Care for Your Colleagues

• Do Things Right the First Time

• Exceed Customer Expectations

• Think Like an Owner

• Travel: Minimal travel required; occasional trips may be needed based on business needs.

• Hours of work: This is a full time, exempt position often requiring at least 40 hours a week with additional hours needed at times. Typical schedule is Monday - Friday day shift hours, but also requires flexibility including days, nights, weekends and working across time-zones as needed.

• Work environment: This job will take place either remotely or in a traditional office setting.

• Physicality: This position will require prolonged periods of sitting at a desk and working on a computer and frequent use of computer systems and exposure to computer screens for extended periods of time.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.